„Service level agreements, among others, build trust within and between organizations – and clearly show what to do, by what standard and when.“ – Adam Henshall, what is an SLA? How to Use Service Level Agreements to Succeed An SLA focuses solely on the measurement and quality of service agreed upon by both parties and can be used as a measurement instrument as part of the contract. The service levels themselves can be determined based on various factors, for example.B. a service provider can offer its customers online credit checks. A service level in the contract may indicate that the online service must be 99% operational in a given month, or that it must provide the requested information 3 hours after a request, etc. In order to support the services described in this Agreement, the Service Provider responds to incidents and/or service requests submitted by the Customer within the following timeframes: for example, one of the most fundamental and important methods for evaluating customer service on a company`s social networks is the assessment of customer satisfaction; a typical 1-5 rating that the customer gives after an issue has been resolved via a social media platform. If you plan to add sections and text to our service level agreement template, you can make sure you`ll find a good middle ground by flipping through this template. The idea behind their construction was to expand the scope of our general SLA creation model to include management evaluation and monitoring processes that follow months or even years after the agreement is in place. .